We ordered the ‘Large 72cm semi-shade pond plant collection by Pond in a Pot’. We were promised 6 varied pond plants but instead, received 4 unique specimens and 2 identical ones. I contacted Primrose customer service on 01/04/20 and kindly asked if they could either refund me for the duplicate plant or please send us a different type. 10 days later, I received an email with a list of plants, asking which ones I had received (I had received none of them). I emailed them a photograph of my invoice with all the plants I had been sent. Another 10 days passed, when they then asked for further proof by means of a photograph of the 2 identical plants. Several emails have since needlessly gone back and forth, and it has now been 5 weeks since I first contacted Primrose and nothing has been done. Regardless of the situation with COVID-19, my treatment has been awful, and a refund over a month ago would have solved it the issue quickly and simply. DO NOT USE THIS COMPANY. They completely disregard their customers by dragging out issues, prolonging refunds in the hope the customer eventually gives up. If they make a mistake and you contact them, they will send you patronising emails calling you ‘sir’ after every sentence but won’t actually do anything about your issue. I DO NOT RECOMMEND this company and will never shop with Primrose again.